Shipping policy
Thank you for choosing Cuztomshoes! Every pair is made to order and handcrafted specifically for you. Below is exactly how long your order takes and what it costs — no surprises.
1. Total Delivery Time
Total Delivery Time = Production Time + Shipping Time
- Production time: 5 – 7 business days (Monday – Friday, excluding US public holidays). During peak holiday seasons, production may take an additional 2 – 3 business days.
- Order cut-off: Orders placed after 5:00 PM EST are processed the next business day.
2. Shipping Rates & Delivery Estimates
We ship with trusted carriers including USPS, FedEx, UPS, DHL, and YunExpress. Shipping times below are counted from the date your package leaves our facility.
| Destination | Shipping Fee | Shipping Time | Total Delivery Estimate |
|---|---|---|---|
| United States (Mainland) | $7.95 (Free on orders over $139) | 7 – 10 business days | 12 – 17 business days |
| Canada & Europe | $12.95 | 10 – 15 business days | 15 – 22 business days |
| Australia & New Zealand | $12.95 | 10 – 15 business days | 15 – 22 business days |
| US Islands & Territories (HI, AK, PR, GU) | $25.00 | 2 – 4 weeks | 3 – 5 weeks |
*We currently do not deliver to Military APO/FPO addresses or PO Boxes.
3. Where Your Order Ships From
To provide high-quality customization at a fair price, orders are handcrafted at and shipped directly from our manufacturing facility in Asia. Once your pair passes quality control, it is dispatched via international express shipping to your address. Our US mailing hub in Dallas, TX handles correspondence and select returns.
4. Tracking Your Order
Once your order ships, you will receive a Shipment Confirmation Email with your tracking number and a tracking link.
- Tracking information may take 3 – 5 business days to appear in the carrier's system after the email is sent.
- If your tracking shows no movement 10 business days after receiving the shipping email, contact us at contact@cuztomshoes.com and we will investigate with the carrier immediately.
- If your package is confirmed lost in transit, we will send a free replacement or issue a full refund — your choice.
5. Customs, Duties & Taxes
- United States: No additional customs fees for standard orders — the price you see at checkout is the price you pay.
- International orders (Canada, Europe, AU/NZ): Shipped DDU (Delivered Duty Unpaid). Prices at checkout do not include VAT, import duties, or local taxes; the recipient is responsible for any fees applied by the destination country's customs office.
6. Split Shipments
Items in the same order may occasionally ship in separate packages for logistical efficiency. If this happens, you will receive a separate tracking number for each package at no extra cost.
7. Incorrect Address
Please double-check your shipping address at checkout. Address changes are only possible within 12 hours of placing your order. We are not responsible for packages delivered to an incorrect address provided by the customer; however, contact us and we will do our best to help redirect the package.
Need Assistance?
GEARECOM COMPANY LIMITED (Business Registration No.: 0318646846)
- Email: contact@cuztomshoes.com
- Phone (SMS & WhatsApp): +84 937 253 256
- Headquarters: 169 Nguyen Van Huong, An Khanh Ward, Ho Chi Minh City 700000, Vietnam
- US Mailing Address: 14332 Gillis Rd, Dallas, TX 75244, United States
- Support hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT+7)
